Customer Support Specialist – 7166 Full Time

Salary: £29,700 – £38,550

Location: Cambridge, UK – Hybrid (at least 2 days per week in the office)

Contract: Permanent

Hours: Full-time (35 hours per week)

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

The Customer Support Specialist plays a pivotal role in delivering a world‑class customer experience for Cambridge English. Working closely with our most important and high‑value customers, you will build trusted relationships and provide highly personalised support, using your expert knowledge of our products and systems. With a strong service mindset and a proactive approach, you will navigate complexity, overcome internal barriers and ensure the right outcomes for our customers.

About The Role

You will be personally handling support queries from our largest customers via a number of channels, working closely with colleagues from across the wider business and our regional teams to ensure a rapid and personalised service is offered. You will need to be able to overcome barriers to get the best resolution for the customer, whilst at the same time ensuring the integrity of our examinations is maintained.

Additional responsibilities and accountabilities include:  

• Provide personalised, high-touch support to the organisation’s highest profile and most important customers. 
• Handle the most complex, challenging or high-impact customer queries, acting as a point of escalation for other members of the team.
• Act as a subject matter expert in one or more product areas within Cambridge English’s portfolio. Provide training and coaching to others to improve their knowledge and skills.
• Ensure that documentation for support staff and customers remains accurate, up to date and relevant. 
• Build and maintain relationships with key contacts within the business, highlighting customer pain points and seeking resolution to common or repeat issues.
• Recognise patterns of contact affecting multiple customers. Coordinate the support response and liaison between stakeholders and ensure that communications (internal and customer-facing) are managed.

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

About You

You will be an experienced customer support professional, able to demonstrate a track record of outstanding service delivery to a variety of customer types. You will have an enthusiastic and proactive mindset and understand and appreciate the value that great service brings to an organisation.

Specific skills and experience that will be of benefit to this role include:

• Experience as a senior member of staff within a Customer Services department. A willingness to go the ‘extra mile’ to ensure customers receive the best service.
• Outstanding communication skills, both written and verbal. An ability to liaise with internal and external customers at all levels.
• Excellent prioritisation and organisational skills and an ability to effectively manage a range of complex tasks and responsibilities.
• Advanced IT skills. An ability to provide customers with effective support in the use of software and web-based applications.
• Experience producing training materials and web-based knowledgebase content and customer-facing help documentation.
• Ability to apply critical thinking skills to tackle complex situations, pre-empt problems and drive solutions.

If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria:

• Fluency in Spanish is highly desirable for this role. A proficiency at level of C1 or above would therefore be advantageous.

For a detailed job description, please refer to the link at the bottom of the advert on our careers site.

We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme’s Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.

Please note, Cambridge University Press & Assessment is unable to sponsor this role under the Skilled Worker Visa route as it does not meet the minimum skill requirements.

Rewards And Benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• Group personal pension scheme
• Discretionary annual bonus
• Life assurance up to 4 x annual salary
• Private medical and Permanent Health Insurance
• Green travel schemes
• 28 days annual leave plus bank holidays

Ready to pursue your potential? Apply now.

We aim to support candidates by making our interview process clear and transparent. The closing date for all applications is 25th May. Applications will be reviewed on an ongoing basis, and some interviews will take place while the advert is still live. We therefore reserve the right to close this vacancy early if sufficient suitable applications are received. We encourage you to apply as soon as possible to avoid missing out on this opportunity.

If you are shortlisted and progressed through the stages, you can expect:

• First stage interview: in-person at our offices in Cambridge.
• You will be provided with a brief to complete a role-related task, which will need to be presented during the interview.
• For Spanish speakers, there will be an additional task to assess Spanish proficiency.

If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.

Why join us

Joining us is your opportunity to pursue potential. You’ll belong to a collaborative team that’s exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.